Manager, International Customer Success

About the role

At Justworks, you'll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We're helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We're data-driven and never stop iterating. If you'd like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we'd love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Our Values If this sounds like you, you'll fit right in.

Responsibilities

• Manage and scale a complex organization consisting of both regional consultants and support specialists; conduct 1:1s, lead regular team meetings, and perform annual reviews.
• Architect and implement the SOPs and workflows that unify international customer success functions.
• Act as the voice of the customer for Ops, Product, Sales, and Legal to architect solutions that meet the needs of global small businesses.
• Partner with Go-To-Market teams to position our customer service and expertise as a key differentiator, helping to win new business and expand the Justworks brand.
• Establish and maintain baseline KPIs for CSAT, SLA and Quality Assurance.
• Oversee the delivery of high-stakes international guidance, ensuring all customer advice regarding global labor laws and EOR nuances is accurate and mitigates liability.
• Drive the identification and adoption of international products and services while implementing automated workflows to improve team efficiency.
• Support and coach teammates in managing complex customer de-escalations and triaging between Customer Success and International Operations.
• Build role-specific training frameworks and oversee the creation of external-facing international knowledge base content to ensure standardized support.
• Other duties as needed based on departmental/organizational needs.
• How You Will Do Your Work
• As a Manager, International Customer Success International how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:
• Consultative - Takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - Being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - The ability to adjust your approach or actions in response to changes in your internal and external environment.
• Solution-oriented - Identifies the source of a question or challenge and provides the right, or a better, way of doing things.Curious - The innate desire to learn, grow and understand.
• In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:
• Camaraderie - Day to day you can b

Requirements

• International Consultants: A team of regionalized EOR experts providing high-stakes, country-specific compliance and HR guidance.
• International Support: A team focused on front-line excellence and scaling through automation.
• Your Success Profile

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